How do you minimize the effect of browser diversity and the associated performance and compatibility issues? Your customers are using multiple versions of Internet Explorer, Firefox, Safari and Opera. Plus, newer browsers like Internet Explorer 8 and Google Chrome handle connections per host name and dynamic content such as JavaScript differently, multiplying the risk of performance and compatibility issues with business critical Web pages and transactions. Failure to keep abreast and adapt to the changing browser landscape will impact your ability to optimize application performance and quickly identify and resolve performance issues before customers are impacted. Join Gomez CTO Imad Mouline and guest speaker Forrester Research, Inc. Senior Analyst Mike Gualtieri for this complimentary webinar to learn: * What browser proliferation means for IT and web application owners * Challenges and opportunities of cross-browser web application performance optimization * The latest browser trends such as the evolution of mobile and HTML 5 * Best practices to ensure browser diversity does not result in downtime, slow response times and rising support costs

1. Mike Gualtieri ‐ Senior Analyst, Forrester Research
Imad Mouline ‐ CTO, Gomez division, Compuware

3. Ensure Great User
Experiences In A Multi-
Browser World
Mike Gualtieri
Senior Analyst
Forrester Research
December 8, 2009

4. Uneven browser
performance can foil
great user experiences.

5. Agenda
• Great user experiences pay
• M lti b
Multi-browser l
love i a challenge
is h ll
• Perform realistic Web testing
5 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

6. Your customers will respond to a first-
rate user experience
t i
• Increase purchases
– 14.4% more customers will be willing to purchase
• Retain more customers
– 15.8% more customers will resist doing business with
competitors.
• Attract more customers
– 16 6% more customers will recommend you
16.6%
6 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

7. Leaving user experience to chance
hurts
h t companiesi
• Hurt conversion rates
– A well-designed site can have up to a 200% higher
visit-to-order conversion rate than a poorly designed
site.
• Alienate customers
– Well-designed sites have page abandonment rates up
to 41% lower than their inferior cousins.
• Run up development costs
– Greatly reduce the need for extensive redesign and
redevelopment t fi a poor user experience
d l t to fix i
7 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

8. Definition: User Experience
–Users’ perceptions of the usefulness,
usability,
usability and desirability of a Web application
based upon the sum of all their direct and
indirect interactions with it.
Web it
W b site
performance
8 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

9. Great User Experiences Are
Useful, Usable, A d D i bl
U f l U bl And Desirable
• Users can accomplish
Useful their goals
• Users can easily
Usable perform tasks
f t k
• Users enjoy their
Desirable experience
9 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

10. How would you describe your firm’s goal
for
f customer experience?
t i ?
Differentiate ourselves from all
8%
firms across any industry
Differentiate ourselves from
72%
competitors in our industry
Maintain parity with other leaders
13%
in our industry
Keep from falling too far behind
4%
leaders in our industry
Stay in the mainstream in our
0%
industry
i d t
Stay slightly behind the
2%
mainstream in our industry
Base: 90 North American companies with $500 million or more in revenues
Source: Forrester’s Q4 2008 Customer Experience Peer Research Panel Survey
10 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

11. Check the performance of your peers at
http://benchmarks.gomez.com
htt //b h k
11 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

12. Agenda
• Great user experiences pay
• M lti b
Multi-browser love is a challenge
l i h ll
• Perform realistic web testing
12 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

13. Your UX must perform in
the browsers used by
your customers
13 Entire contents © 2009 Forrester Research, Inc. All rights reserved.

14. Web applications are increasingly
assembled within the browser
bl d ithi th b
14 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

15. Performance differences vary widely
Source: Gomez sampled 160 million pages across several Websites over a
30 day period from broadband users in the United States
15 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

16. Browsers versions have different
capabilities
biliti
Source: www.browserscope.com November 19, 2009
16 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

17. The browser wars have turned hot!
17 Entire contents © 2008 Forrester Research, Inc. All rights reserved.
2009 Forrester Research, Inc. All rights reserved.

18. “Realistic testing” means testing from your
customer s
customer’s point of view
• Where they do it
– LA, Edmonton, London, Bangkok, Des Moines,
Miami, Cannes, Dubrovnik, Osaka, Pusan
• Wh they d
What h do
– Key tasks, transactions, and business processes
• How they do it
– Browsers galore, mobile devices
• When they do it (and how frequently)
– Peak times, spikes
p

19. The user’s distance from the content
matters
tt
19 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

20. Browsers render differently
Source: Gomez (http://www.gomez.com)
20 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

21. Agenda
• Great user experiences pay
• M lti b
Multi-browser l
love i a challenge
is h ll
• Perform realistic Web testing
21 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

22. Realistic testing
R li ti t ti means taking a
t ki
walk in your customers’ shoes.
Source: Flickr (http://www.flickr.com/photos/megantroyer/175472390/)

23. What features should a realistic web
performance testing platform have? It should:
• Test from the end user’s point of view
– Different locations
– Different browsers
– Different loads
– Different tasks
• Be easy for developers, testers and businesspeople
to use.
• Identify and resolve problems along the entire web
application delivery chain.
23 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

24. Ensure great user experiences in a
multi-browser world
lti b ld
Great
G t UX pays
Multi-browser love
is
i a challenge
h ll
Perform realistic
web testing
24 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

25. Follow best practices in design,
architecture, and performance
hit t d f
25 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

26. Thank you
Mike Gualtieri
+1 617 613 6145
1 617.613.6145
mgualtieri@forrester.com
Twitter: mgualtieri
www.forrester.com
26 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

27. Thriving In A Multi‐Browser World
4 Tips for Optimizing Performance across Browsers
p p g
Imad Mouline ‐ CTO, Gomez

28. Gomez: The Web Performance Division of Compuware
We help organizations deliver quality experiences
to their Web and mobile users
Optimal performance and availability
O ti l f d il bilit
Quality operation across all users, browsers, devices, and geographies
Rapid issue notification with actionable diagnostics
Insight into how these issues affect your business (revenue, brand, cost)
SaaS
SaaS 2 500+ Customers
2,500+ Customers Solid Business
Solid Business Recognized as
Recognized as
Platform Worldwide Performance Industry Leader
• No installation • 1,250+ enterprise • Five consecutive • Forrester:
• Rapid startup & customers years double digit “The leader in
payback 1,250+ SMB
• 1 250+ SMB g
revenue growth p
Web Experience
customers • 44% revenue Management”
• World’s most
comprehensive • 12 of top 20 growth 2008 • Gartner:
testing network US sites • Offices worldwide “A cool vendor”
(100K+ testing
locations)
l ti )

29. Multi‐Browser World Tip # 1
Test from your customers’
perspective

30. Adopt an “Outside‐in” Customer Point of View
The Web Application Delivery Chain
3rd Party/ Browsers
Load Test & monitor your site the way your customers use it: Local ISP
Cloud Services and devices Users
Balancers • What they do (key pages and transactions)
Web • Where they do it (geographic locations)
Servers • How they do it (browsers and mobile devices)
• When they do it (normal and peak usage)
Mobile
Components Determine the impact on their behavior and your business
App
pp
Servers “Outside‐in” customer point of view
Internet
DB Major
Servers ISP
Storage
g
Mainframe
Network Content Delivery Mobile
Networks Carrier
Traditional zone Zone of customer expectation
Your zone of control with Gomez
of control

31. Your Customers Use A Variety Of Browsers
Browser Market Share Oct 08 to Nov 09
Browser Market Share Oct 08 to Nov 09
70
60 62.2
50
48.4
40
% 38.5
30
27.5
20
10
6.2 2.7 2.5 2.6 0.6 6.9
0
IE Firefox Safari Chrome Opera
US Europe
Look at your unique results
52.68 % of visitors use Internet Explorer
37.09 % of visitors use Firefox
7.93% of visitors use Safari
2.01 % of visitors use Chrome

32. Your Customers Have Different Experiences Based On The
Browser They Use
The satisfaction index ranges from
0 = frustrated to 1 = satisfied
Internet Explorer 6 users have
a 0.64 satisfaction index
Firefox 3.5 users have a 0.93
satisfaction index
Safari 4.0 users have a 0.99
satisfaction index

33. Multi‐Browser World Tip # 2
Monitor and optimize
Monitor and optimize
what matters

34. Don’t Optimize For Edge Cases
Focus efforts on:
Top browsers
b Highest revenue transactions
Hi h t t ti
Most popular content Most complex RIA features

35. Performance Monitoring Needs To Be Browser Specific
Homepage response times differ across Firefox and IE agents
p g
Internet Explorer Agent
Firefox Agent
Firefox Agent

36. Major Differences In IE And Firefox Agent Waterfall Charts
IE Agent response time of 4.3 seconds
IE Agent Firefox Agent response time of 2.2 seconds
Firefox Agent
Connection 3
Connection 1 Connection 2
Connection 2
Connection 1
Connection 6
Connection 5
Connection 4
Connection 2
Connection 7
Connection 8
Connection 9
Connection 3 Connection 10
Connection 10
Connection 5
Connection 4
Connection 4
Connection 12
Connection 6
Connection 11
Connection 7

37. Performance & Availability Issues Can Be Browser Specific
Detailed data enables quick and easy
troubleshooting and root‐cause analysis
Gomez’s IE agent detects a performance
issue impacting Internet Explorer 7 users
Internet Explorer Agent
Firefox Agent

38. Optimizing Performance Across Browsers Can Reduce Bandwidth
And Hosting Costs
Internet Explorer 8.x
Safari 4.x Firefox 3.x
Internet Explorer 7.x Internet Explorer 7.x
Chrome
Internet Explorer 8.x
I E l 8 Safari 4.x
Safari 4 x
Chrome
Firefox 3.x
Firefox 3 x

39. Multi‐Browser World Tip # 3
Your optimization
p
techniques must evolve
along with browsers
Source http://shawnrider.com/wordpress/wp-content/uploads/2006/05/gamerEvolution.jpg

40. Do Common Performance Optimization Techniques Still Work?
Common technique: Domain sharding
Legacy browsers allow 2 connections per hostname
Domain sharding increases parallelism to boost static object performance
via pointing multiple hostnames to the same host
l l h h h
For older browsers, this could represent an easy 50% load time savings
2 connections
6 connections
6 connections

41. Performance Optimization Techniques Can Backfire
In IE8 (& Firefox & Safari & Chrome) domain sharding leads to glut of
simultaneous connections & a dramatic performance & infrastructure hit
IE 8 Parallelized
IE 8 Default

42. Browser Connection Profiles Change How You Need To Test
Browsers with higher simultaneous connection support increase the strain on
web servers and infrastructure
Older browsers like IE6 support 2 connections per hostname
Newer browsers like IE8 and Chrome support 6 connections per hostname
Newer browsers like IE8 and Chrome support 6 connections per hostname

43. Multi‐Browser World Tip # 4
Ensure your site functions
in a multi‐browser world
i lti b ld

44. Tailor Web Applications To Browser Capabilities Not Browsers
New browsers = new technologies and standards = new
opportunities for optimization and associated benefits
New, faster JavaScript engines & parallel JS download
New, faster JavaScript engines & parallel JS download
Structured client‐side storage
HTML 5 & CSS 3 support
Bespin determines browser HTML 5 Canvas support at runtime
Which browsers provide adequate support?
Yes: Firefox 3.5, Safari 4
Yes: Firefox 3 5 Safari 4 No: Firefox 2, Safari 3, Any IE
No: Firefox 2 Safari 3 Any IE

45. Not Only Performance But Also Rendering Differs Across Browsers
Functions correctly
Does not function correctly = loss of user
confidence in site and brand

46. Cross‐Browser Rendering Issues Cause Customer Frustration
Functions correctly
Does not function correctly

47. Cross‐Browser Rendering Issues Cause Brand Damage
Functions correctly
Functions correctly
Does not function correctly

48. Recap ‐ 4 Tips To Thrive In A Multi‐Browser World
1. Test from your
customers’ perspective
2. Monitor and optimize
what matters
what matters
3. Your optimization
techniques must evolve
techniques must evolve
along with browsers
4. Ensure your site
4 Ensure your site
functions in a multi‐
browser world

49. The Gomez Platform: Web Application Delivery Management
Self‐Service SaaS Portal
Self‐
Web Web Load Web Web
Cross‐Browser and Performance Performance Performance
Testing Testing Management Business Analysis
• Compatibility High volume
• High‐volume 20
Real user monitoring
• Real‐user monitoring Web performance
• Web performance
• Functionality backbone load • Last Mile monitoring analytics
• Performance • Real‐world • Backbone monitoring • Benchmarks
Last Mile load • Internal monitoring • Business dashboard
Web 2.0, RIA, Streaming, Mobile
Dashboards, Recording & Alerting & APIs & Education &
Metrics & Analytics Provisioning Diagnostics Data Feeds Best Practices
World’s Most Comprehensive Testing Network
168+ countries 2,500+ ISPs
500+ 100+ 5,000+ 100,000+
combos of commercial nodes supported consumer‐grade
browsers & O/S and data centers mobile devices desktops

50. Questions
Gomez Customers Enjoy
Measurable Benefits
Increased conversions 10%
Reduced homepage load time from
11.3 seconds to 3.4 seconds
Improved page load times 23%
Improved page load times
Saved 50%+ in staff and fees
Reduced seven‐step
transaction time by 50%
Reduced downtime 45%
Achieved under 3 second
Achieved under 3 second
response time and 99%+
availability
Validated decision to consolidate
Validated decision to consolidate
three data centers
For more information visit Gomez.com or contact us at +1 781.778.2700